Terms and conditions for clients | TranslatorsVillage
These terms and conditions apply to all our online services. By accessing, browsing and using our website through whatever platform (hereafter collectively referred to as the "website") and/or by completing a translation request, you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below (including the privacy statement).
The translation services provided on these pages and through the website (the "service") are operated and provided by Translators Village Ltd ("TranslatorsVillage", "TranslatorsVillage.com", "us", "we" or "our") and are provided for your use, subject to the terms and conditions set out below.
The use of this website means that you have read and understood the terms and conditions of usage and that you accept and agree each provision. TranslatorsVillage reserves the right to amend these terms and conditions from time to time. We will notify all users of any modifications by email and changes will also be posted on this site. Should you do not agree to any of these terms and conditions you should immediately cease to use the Site.
Scope of TranslatorsVillage Service
Through the website Translators Village Ltd provides an online platform through which translation services providers in different domain and language combinations can put forward their translation services, and through which visitors to the website can buy such services. By buying a translation through TranslatorsVillage you enter into a direct (legally binding) contractual relationship with TranslatorsVillage that you will buy the service you request from the translator you select. From the moment you make your choice, we act as an intermediary between you and the translator, transmitting the details of your request to the relevant translator and sending you a confirmation email for and on behalf of the translator.
When rendering our services, the information that we disclose is based on the information provided to us by the translators.
The translators are given access to an extranet through which they are fully responsible for updating all rates, availability and other information which is displayed on our website. Although we will use reasonable processes in performing our checks of accuracy of the information provided, we will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade or maintenance of our website or otherwise), inaccurate, misleading or untrue information or non-delivery of information. Each translator remains responsible at all times for the accuracy, completeness and correctness of their own information (including skills, rates and availability) displayed on our website. Our website does constitute and should be regarded as a recommendation or endorsement of the quality, service level, qualification and star rating of the translators.
Translation services and code of ethics
All translators in TranslatorsVillage adhere to our code of ethics.
Translators translate only into a language which is their mother tongue and only from those domains in which they can demonstrate they have the requisite skills.
Translators maintain at all times the highest standards of work according to their abilities, ensuring fidelity of meaning and register.
Translators draw the attention of their buyers to any significant ambiguities, errors, omission or imprecise language in the original texts or material on which they work, and refuse work which they know to be beyond their competence, either linguistically or because of lack of specialised knowledge.
No translator sub-commissions or subcontracts work, nor derives any gain from privileged information acquired in the course of work undertaken.
TranslatorsVillage translators carry out all work entrusted to them with complete impartiality and disclose any business, financial or other interest which might affect this impartiality. They maintain complete confidentiality at all times and treat any information which may come to them in the course of their work as privileged information, not to be communicated to any third party.
Translators ranking and reviews
The default setting of the ranking of translators on our website is 'Recommended'. We use different ways to rank translators services, but the default ranking is created through a fully automatic ranking system (algorithm) and based on multiple criteria.
The completed guest review may be (a) uploaded onto the relevant translatorâ€™s information page on our website for the sole purpose of informing customers of your opinion of the service level and quality, and (b) used and placed by TranslatorsVillage at its sole discretion (for marketing, promotion or improvement of our service) on our website or our social media platforms, newsletters, special promotions, apps or other channels owned, hosted, used or controlled by TranslatorsVillage We reserve the right to adjust, refuse or remove reviews at our sole discretion. The guest review form should be regarded as a survey and does not include any offers, invitations or incentives.
By completing a buying process, you agree to receive from TranslatorsVillage (i) an email giving you information on your request and providing you with information relevant to your request, and (ii) an email sent promptly after the translation delivery inviting you to complete our service review form. Other than the email correspondence confirming your service request, relevant modifications or cancellation emails, including reminder emails in instances where you have not finalised a request, communications initiated from us or the translator regarding your translation request, review invitations, and emails for which you may have actively opted in, we shall not send you any further correspondence. You might also receive mails directly from the selected translator with questions on the source text and a delivery mail with the translation attached.
Translations will be delivered by email to the email address provided by the buyer, in standard text format on or before the delivery date requested. When requesting a specific delivery date, only translators available for delivering the job at the requested date will be shown. If a buyer chooses a specific translator that cannot commit to the requested date, a new delivery date will be suggested to the buyer before starting the job, and this will become the final delivery date for the project. Late deliveries will be compensated by our late delivery discount policies (see below).
By placing an order with a translator through TranslatorsVillage, you accept and agree to the relevant policies:
No cancellation permitted for small projects (below 2000 words).
Medium sized projects (between 2000 and 10000 words) will be charged for the amount already translated.
Over 10,000 words translations are charged a minimum of 10% for jobs booked, since the translator could have rejected other jobs. It is at translatorâ€™s discretion to allow certain flexibility (for cancellation happening in a matter of hours that wouldn't lead to a loss, etc.).
We value all of your feedback, both good and bad, and we really appreciate the time you spend telling us if there is something you are not happy with, no matter what it relates to. Your feedback helps our company to improve and evolve - and it has played a significant part in building the ethos that we have today.
We place a great deal of importance on listening to you. You can therefore be certain that if you do have a complaint, we will do our best to resolve it as soon as possible.
Our priority goal is to ensure that you are completely satisfied with your order.
This complaints policy sets out how you can contact us if you are unhappy with the service you have received, and how we will deal with your problem. It also sets out your legal rights under English law.
If your complaint is with the service you have received, please contact our Customer Service Department (email@example.com) and tell us how you feel.
You have a number of rights under this contract, including:
Receiving your order on time
Receiving the work that meets our quality standards
Solving complaints rapidly
We will endeavour to acknowledge all emails that have been received during working hours the same day. At our most busy times, we will occasionally acknowledge emails the following working day. Your will be informed of any action that has been taken and we will attempt to resolve the matter with you to ensure job is delivered at your satisfaction.
If your complaint is related to the quality of the work received, please contact us within seven working days, stating what the problem is in as much detail as possible.
If a quality complaint arrives outside of the claim period, please be aware that any solution we will offer is discretionary. Regardless of our terms and conditions, our ultimate goal is that every customer leaves us entirely satisfied with their experience. So whilst the contract gives you 7 days for claims, we will look at amendments requests outside of this period and solve them wherever possible.
When the complaint is clear, we will pass this to our translator for amendment, without charge. If it is a minor request about something you forgot to mention in your order, we will pass this to our translator without additional cost. If translator claims the complaint is unjustified, this will trigger an assessment process.
TranslatorsVillagewill cover the cost of an external evaluator. If the outcome confirms that your complaint was justified, we will have the work amended for you, without charge. If the outcome confirms that your complaint was not justified, we will share the report with you to feel reassured that the translation meets industry quality standards.
Price and charges
The prices on our site are highly competitive. All prices on the TranslatorsVillage website are per job request and are displayed including VAT and all other taxes, unless stated differently on our website or the confirmation email.
The currency converter is for information purposes only and should not be relied upon; since actual rates may vary any time.
All special offers and promotions are marked as such.
TranslatorsVillage service fees are included in the translation price you will see for each translator. We operate as a marketplace that allow users to offer and buy professional translation services and will charge for our services, which include: screening and validation of the translatorâ€™s profiles, creating, hosting, maintaining the platform and covering expenses and fees incurred during secured payment process, as well as a high quality customer service. All these charges are included in the individual price shown for each service request.
Obvious errors and mistakes (including misprints) are not binding.
Credit card payments
TranslatorsVillage will request, through PayPal safe site debit/credit card details in order to guarantee your reservation. As such, PayPal will verify your credit card.
Payment is safely processed through a third party payment processor and directly made from your account to the bank account of Translators Village LTD. Translators Village.LTD gives the buyer the opportunity to check the delivered translation and to comment on the quality, and raise any concern with customer service during the 10 days following delivery of the translation.
Customers will have 3 payment options:
Payment up Front
The Customer is invited to pay for their order upon formal acceptance of the work by the translator he has selected. This is the default option for one-time client and for small amount requests. It is also the most cost-effective.
Some clients prefer to have an Escrow system that holds the payment during the transaction process. This has an additional cost, which the client will need to pay in order place the order. We have used in the past www.transpact.com that operates in the UK and is very easy to use.
Accounts with recurrent jobs and high volumes could apply to a partnership contract and different payment methods could be agreed. Please do not hesitate to contact us and let us know the payment policy of your company and guarantee terms.
Discount and refund policy
We realize that exceptional circumstances can take place with regard to the character of the service we supply. Therefore, we honour requests for the refund on the following reasons:
Non-delivery of the service due to mailing issue. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to our customer service department in writing the day the service is due so we can help in solving the problem using alternative email addresses. Otherwise the product will be considered received.
Major quality default: although all the services are provided by experienced translators, unexpected errors may occur. Such issues must be submitted for our Quality Control department (firstname.lastname@example.org). Our Quality department will check for adherence to Linguistic Quality Standards (LISA model and SAE J2450). We keep the right to rectify the error within 72 hours. If we fail to correct it within 72 hours from the date of the initial complaint, the refund will be issued to the buyer in full OR, at buyer's choice; a new request at discounted rate can be offered.
As per delivery policy above, late deliveries will have following discounts applied: 24 hours - 10% discount, 2 days - 20%, 3 days - 30% and so forth.
Privacy and cookies and data protection
Limitation of liability
Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your service request as set in the project confirmation.
However and to the extent permitted by law, neither we nor any of our directors, employees, representatives, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for (i) any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the information (including rates, availability and ratings) of the translation services as made available on our website, (iii) the services rendered by the translator, (iv) any damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our website, or (v) for any injury, death, damages, losses or costs incurred, whether due to legal acts, breaches, negligence or cancellation, overbooking, strike, force majeure or any other event beyond our control.
Unless stated otherwise, the software required for our services or available at or used by our website and the intellectual property rights (including the copyrights) of the contents and information of and material on our website are owned by Translators Village LTD., its suppliers or providers.
To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with the Law in England and any dispute arising out of these general terms and conditions and our services shall exclusively be submitted to the exclusive jurisdiction of the Courts of England and Wales.
The original English version of these terms and conditions has been translated into other languages. The translated version is a courtesy and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions or inconsistency or discrepancy between the English version and any other language version of these terms and conditions, the English language version to the extent permitted by law shall apply, prevail and be conclusive. The English version is available on our website (by selecting the English language).
We're a UK registered company and we're subject to UK law. Our goal is to ensure that every customer is entirely satisfied with their experience. For this reason, we ask that you contact us with your complaints before considering any further action. Your first step should be to contact us by email and make us fully aware of your complaint. Set out the details of your order and why you think you have been treated unfairly. If you don't receive a reply within 2 working days, call us, to double check the mail has been sent and has arrived to destination.